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CRM Outsourcing Market Predictions

Philippines' Workforce make it an Ideal BPO Hub

According to IT and software consultancy firm Ovum, the Philippines is still a preferred outsourcing destination due to its competitive rates and large, English-speaking workforce. Records show that the customer relationship management (CRM) segment has a potential to make the country a non-voice and non-English-speaking delivery hub.

The robust economy of the Philippines is also making it an attractive candidate for outsourcers and the emerging domestic market. Ovum’s Associate Analyst and co-author of the report Margaret Goldberg said their research during their visit to the country showed them that the Philippines will maintain its position as one of the leading offshore front-office outsourcing hubs.

She added that the proven track record of Filipinos in customer service, their affinity to Western culture, strong command of the English language, and economical price points will reinforce the growth of the outsourcing industry of the Philippines.

Goldberg also predicted that this year’s 117,000 agent positions will grow to at least 173,000 by the end of 2017.